BUSINESS RESILIENCE CONSORTIUM

Presents

Crisis Management Hotline

“Continuity & Community”

www.brcindia.org

Overview

Current Crisis Management Challenges Purpose of Crisis Management Hotline (CMH) Advantages of CMH CMH Stakeholders CMH Activation Triggers Draft CMH Operating Model CMH Success Factors Way Forward

Challenges

Credibility of information sources and distributed information points

Lack of critical information pertaining to crisis situation

Incomplete picture make decision making difficult Decisions have huge business impact (both

financial/Non-financial) Knowledge limited (Best Practices) to individual

organizations

Purpose of CMH

“To provide pre-established communication channel for BC Managers across different professional

organizations; thereby enabling them to collectively analyze, coordinate and collaborate on decisions and

actions to be taken in pre/during/post crisis situations.”

Advantages of CMH

Wider visibility on the crisis situation Better Accessibility to the crisis information through CMH

group members Faster response through collective decision making and

coordination during crisis situations Knowledge sharing and enhanced learning within the CMH

group CMH group support also available during organization

specific crisis scenarios

CMH Components

CMH Group Coordinator: is a person who will activate the Crisis Management Hotline, Moderate CMH group discussions and lead CMH group discussions to a logical conclusion in pre/during/post crisis situations. There will also be a second coordinator identified to act as a backup for primary coordinator.

CMH Group Members: comprises of BC Managers from professional organizations who will actively participate and contribute in CMH discussions.

CMH Number: Pre-established dial-in conference facility dedicated for CMH group discussions.

CMH Triggers

Pre-Planned Activation: to discuss a potential crisis situation

Crisis Support Request: to discuss crisis situation for a particular organization based on the request received from CMH group member

Crisis Based Activation: to discuss during/post scenarios and actions items in case of a wide-spread crisis situation

Draft CMH Operating Model

Pre-established Hotline numbers will be circulated to all the CMH Group members. It will be primarily a dial-in facility.

All requests for activation of CMH would be directly sent to CMH coordinator, whose number will be shared with all CMH group members. In case of unavailability of primary CMH Coordinator, backup CMH coordinator will be the contact point.

CMH Coordinator will have the responsibility and ownership for managing CMH as per the defined operating model. He/She has the full authority to validate all activation requests and to accept or decline a request based on his assessment of the request. In case of potential or imminent crisis situation, CMH Coordinator can also directly initiate process for activation of CMH.

Draft CMH Operating Model (contd…)

Once a request is accepted by CMH coordinator, he/she will apprise all CMH members (via sms/phone/mails/outlook meeting request etc) on the schedule, duration and agenda of CMH call.

As per the CMH call schedule, CMH coordinator will activate the CMH conference facility and CMH members can log in with the pre-shared CMH number.

CMH coordinator will act as moderator for the group, and shall ensure planned agenda is discussed and a collective consensus is reached on the actions to be taken to effectively manage the crisis situation. Call duration can be further extended by CMH coordinator, if required.

Final decision/actions/minutes of the CMH call will be available through automated response system on the CMH number to act as reference for the CMH members who could not join in the call.

CMH Success Factors

“People”

Finding right fit for CMH Coordinator Ensuring Crisis/BC Managers from professional

organizations who have Crisis Management Responsibilities & Experience are part of CMH Group

Way Forward…

Use CMH proactively and reactively Expand reach of CMH users Make CMH default telephonic bridge for managing

crisis Expand geographic footprint of CMH across major

cities in India

CMH – A BRC Initiative

Thank You!

www.brcindia.org